I ordered a bed, mattress, duvet and mattress protector on 24/4/12 online and booked a delivery for the 30/4/12.
On 30/4/12, the wrong duvet was delivered with the mattress protector but not bed..... I called customer service, who told me that I had ordered a single duvet (I had not and it clearly said this on my order confirmation) and they hadn't delivered the bed as it wasn't in stock at that point in time. They booked me a new delivery date; 16/5/12 and I asked to be called by a manager to make a complaint.
Noone called back so I waited for the 16/5/12 to arrive...
On 9/5/12, I was called to say it wasn't going to arrive on the 16/5/12 as they still wouldn't have it in stock!
Needless to say, I was livid and asked again to speak to a manager. No call back!
I called back on 11/5/12 and was told the next available delivery date was the 29/5/12. I asked for a refund but was told that this department was closed as this was a friday afternoon and that someone from the refund department would call me back on the next monday.
Noone called back again!
On the 15/5/12, I called and said I would accept delivery of the mattress as a separate delivery and wait for the bed frame; that I would accept delivery of the new duvet and return the wrong duvet when I accepted the delivery and that if I didn't get to speak to a manager to arrange this, then I would be talking to watchdog and the trading standards authority.
Finally I got a call back! Seems they only respond to threats.
Manager saiid they would try to organise separate deliveries but that 'computer wasn't letting them do it at this point'. EXCUSES to avoid delivery I'm sure. They also said I would have to send back the duvet with a copy of the receipt and order information as for some reason their records said I had ordered a single...
I sent back the duvet to the address requested of me with a copy of all of the above items taped onto the duvet box and waited patiently for my delivery on 29/5/12.
On 29/5/12 NOONE ARRIVED! I called them again and they said oops, someone should have called you. We still don't have it in stock.
They then said I would have to wait until end of June/ mid July. They said they would send me the mattress asap. I booked a delivery date (can't remember this one...) and a van turned up. My mattress was not in the van! They said it must have been left out that morning in the warehouse. At this point I had to laugh. What else could go wrong!
I contacted watchdog and the TSA and requested a refund.
Then they claimed they could not find the duvet that I had refunded. Thankfully I kept a duplicate receipt and my order tracking number and was able to locate it for them with proof it had been signed for and on what day. They have today contacted me to say it was my fault they couldn't find it because I didn't include my order documents! What a joke.
From the second i confirmed my purchase, I have experienced nothing but incompetent, negligent customer service. To top it off, they're then trying to say its my fault they couldn't find the duvet because I didn't include the documents! Unbelievable that they can be so rude after all they've done.
They are lucky I am not taking them to a small claims court to compensate for the 2 months I have spent sleeping on a blow up bed and the endless phone calls; not to mention the days off work waiting for items to arrive. I'm still waiting for my full refund and if I don't get it all plus the postage, then I still might just do that. They don't give a damn once they have your money. I would recommend that this company is avoided at all costs by everyone. A complete waste of time and a headache I really didn't need. If you're a sucker for punishment then dreams are your team. If you actually want a bed and a good night sleep, AVOID LIKE THE PLAGUE!
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